Zodwa Mashiyane
Broker Service Consultant
Sandton
Summary
Forward-thinking professional with collaborative managerial style bringing 18 years of expertise in Employee Benefits. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Main objective is to ensure that Clients always receive first class service.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Broker Service Consultant
Discovery Employee Benefits
02.2023 - Current
- Adapted quickly to changing market conditions, adjusting client strategies accordingly while maintaining open lines of communication throughout periods of uncertainty.
- Negotiated favorable terms for clients during transactions, maximizing their profits in both buying and selling scenarios.
- Conducted regular reviews of client accounts to identify areas for improvement or adjustments needed based on changing market conditions.
- Assisted clients in navigating complex regulatory requirements related to investments, ensuring compliance with all applicable laws.
- Increased client satisfaction by providing tailored investment advice and personalized service.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Participated in ongoing professional development opportunities, staying current on industry advancements and enhancing skills to better serve clients.
- Developed a reputation for integrity and ethical conduct, leading to increased trust from clients and colleagues alike.
- Responded via telephone and email to questions regarding commissions, website logins and website navigation.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Disability Claims Payment Senior Administrator
Old Mutual
07.2022 - 01.2023
- Provided exceptional customer service as the first point of contact for clients, resolving issues promptly and maintaining strong relationships with key stakeholders.
- Collaborated with cross-functional teams to develop strategies for organizational growth, leading to increased efficiency and profitability.
- Ensuring claims are paid within SLA.
- Ensuring payment letters are issued to claimants and employers timeously.
- Ensuring that payments are scheduled before cut-off.
- Liaising with employers regarding outstanding requirements.
- Managing mailbox and ensuring that queries are resolved within stipulated SLA.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
Fund Liaison Consultant
Momentum
09.2021 - 06.2022
- Identify solutions to enhance cost effectiveness and increase operational efficiency
- Implement effective customer service practices and strategies
- Drive the internal integration of relationship management with peers
- Represent and report customer viewpoint upward to the larger organization
- Engage with key internal and external stakeholders to identify and provide solutions
- To provide advice and training on administration processes
- Promote and facilitate business relationships with stakeholders and fund structures
- Follow-up on action items
- Effective handling of queries
- Build and nurture strong relationships with a portfolio of clients
- Maintain and strengthen relationships with internal stakeholders to resolve queries.
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Negotiated favorable terms with suppliers/vendors through careful analysis of pricing structures, service levels, and contract terms.
- Maintained up-to-date knowledge of industry trends, sharing insights with colleagues to drive continuous improvement efforts.
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
- Collected and analyzed data and feedback to identify opportunities to improve relationship between other entities and business.
Associate Client Relations Manager
Sanlam Employee Benefits
10.2018 - 08.2021
- Preparation of new business documents, agenda packs, membership certificates, joint forum reports and benefit statements for distribution to clients
- Provide administrative support to the Manager
- Provide weekly report to the external Consultants
- Attend and assist walk-in clients
- Conduct training to clients
- Facilitating meetings and training sessions on behalf of the team
- Facilitating system training
- Facilitating member sessions
- Preparation required for internal reports, including rating report, client contact list and Project plan for the year
- Assist clients to meet their obligations in terms of Section 13A
- Follow-up on action items
- Monitor switch investments instructions and Section 14 transfer
- Update client details on the rating report
- Effective handling of telephone and email queries
- Follow up on outstanding information and new business implementation
- Update clients contact details on the company global contact list
- Assist with internal projects
- Create awareness about IMS services and identify opportunities where IMS services can be utilized
- Build and nurture strong relationships with a portfolio of clients
- Maintain and strengthen relationships with internal stakeholders to resolve queries
- Be the Individual member support representative to the client
- Setup regular pro-active face-to-face meetings with the client to ensure increased member interactions
- Support HR team to deliver an above-satisfactory service to their employee.
Claims Assessor-Complex Claims (Living Benefits)
Absa Life
09.2016 - 09.2018
- Access the various complex claims via the administration system and ensure all documents received are complete and authentic
- Verify that the claimant is eligible to claim by accessing the various policy and application documents
- Claims to be assessed in terms of basic medical and financial underwriting principles and are considered in terms of non-disclosure, pre-existing conditions and other relevant terms and conditions
- Liaise effectively with third parties for required information – e.g., police; medical specialist; medical aids and employers where required
- Identify suspicious claims and refer relevant claims to the ex-gratia committee
- Compile a thorough; professional and holistic claims synopsis document
- Handle all walk-in and telephonic queries
- Keep the client/ broker/ branch informed of any outstanding requirements for the claim
- Prepare professional and accurate communication to the client informing them of the claim decision
- Stay logged into the wallboard and answer calls for 7 hours a day
- Manage individual pending claims for outstanding documentation on a daily, weekly and monthly basis
- Do constant follow ups with clients for outstanding documentation.
Group Risk Administrator
ABSA Life
09.2013 - 08.2016
- Ensure that the premium recons are updated within stipulated SLA
- Ensure that installations, renewal & terminations are done within stipulated SLA
- Ensure that all documentation for processing of death claims is correct and submitted to the Underwriter timeously
- Assess claims
- Ensure that claims are processed with SLA
- Ensure that standard requirements
- Ensure that claims register is updated daily
- Follow-up re: outstanding requirements
- Follow-up with Underwriters re: pending Claims
- Handle all internal and external client requests and enquiries in a professional manner
- Ensure that premiums are collected and paid to underwriters
- Manage the relationship with internal departments e.g., Consultants and Brokers
- Attend internal and external meetings.
Team Leader Benefit Payments
Sanlam Employee Benefits
07.2011 - 08.2013
- Approval and supervision of the daily fund administration process
- Ensure that exit payments are made in accordance with the relevant legislation
- Ensure that risk benefit requests are invested correctly
- Manage the day-end trade report procedure, sign off on all reports and escalate IPA of any errors that may occur
- Provide the necessary death claim reports to clients and any other client report requests
- Manage the C- Flow work management system and escalate critical incidents
- Ensure that all documentation for processing of death claims is correct and attached to the C-Flow workflow management system
- Handle all internal and external client requests and enquiries in a professional manner
- Receive and assist all walk-in clients when required
- Manage the relationship with internal departments e.g., Internal auditors
- Effectively manage and coordinate the work functions of a small team
- Ensure that adequate financial controls are in place to contribute towards overall business profitability
- Ensure that all business processes are correctly documented and updated regularly
- Ensure that team members are adequately trained on business processes and systems
- Monitor risks within the team, department and system and liaise with relevant parties to eliminate these risks
- Attend internal and external meetings.
Client Service Specialist (Section 37C)
Sanlam Employee Benefits
11.2010 - 06.2011
- Ensure service delivery to clients is within Service Level agreement
- Administer, monitor and control member administration and workflow received from clients on daily basis
- Quality assurance of all administration and workflow documents
- Handle all queries in a professional, effective and efficient manner
- Responsible for professional, accurate and efficient communication to clients regarding all administration matters
- Compile reports according to client needs
- Build strong relationships with clients
- Maintain and strengthen relationships with internal department.
Portfolio Administrator
Metropolitan Employee Benefits
07.2009 - 10.2010
- Month end Process (Individual Member choice funds)
- Processing of claims- Withdrawals, Retirements, Divorce and Death
- Handling member and broker queries
- Authorizing daily unit prices
- Processing Monthly Bank Recons
- Ensuring that all Investments and disinvestments are done
- Allocating expenses-Management fees and investment fees
- Preparing and compiling claims reports
- Issuing Benefit Statements
- Switches
- Doing quotations as and when required.
Retirement Fund Administrator (Member Choice Funds)
Coris Capital/Sanlam Employee Benefits
10.2005 - 06.2009
- Paying out Withdrawal claims
- Tax applications
- Data capturing
- Preparing and compiling claims reports
- Benefit calculations
- Processing unclaimed benefits
- Dealing with client queries
- Month-end recons
- Housing loan quotations
Education
Bachelor of Law (In Progress) - Law
UNISA
Johannesburg, South AfricaNational Diploma - Law
Law- Paralegal Studies - University of Johannesburg
Johannesburg, South Africa04.2016
National Certificate - undefined
Financial Services Administration NQF Level 3 - Inseta (Learnership)
Senior Certificate - undefined
Fezeka Senior Secondary School
Skills
Technical knowledge
Influencing skills
Assertiveness
Issue Resolution
Team Collaboration
Complex problems analysis
Verbal and written communication
Collaborative relationships
Analytical Skills
Task Prioritization
Teamwork and Collaboration
Adaptability
Attention to Detail
Relationship Building
Personal Competencies
- Problem solving skills
- Communication skills
- Listening skills
- Relationship building
- Collaboration and teamwork
Computer System Knowledge
- MS Excel
- MS Word
- MS PowerPoint
- E-mail and Internet
- Compass/Wizard (pension fund administration platforms)
- Retirement Fund Web
- In-Pensions/Vision
- MIPEB and C-Flow (pension fund administration platforms)
Personal Information
ID Number: 8404050415088
References
- Mr. Darin Naidoo, 084 459 9599
- Mrs. Peliswa Mdlalane, 065 545 1275
- Mr. Brian Ngoveni, 081 5017565
Timeline
Broker Service Consultant
Discovery Employee Benefits
02.2023 - Current
Disability Claims Payment Senior Administrator
Old Mutual
07.2022 - 01.2023
Fund Liaison Consultant
Momentum
09.2021 - 06.2022
Associate Client Relations Manager
Sanlam Employee Benefits
10.2018 - 08.2021
Claims Assessor-Complex Claims (Living Benefits)
Absa Life
09.2016 - 09.2018
Group Risk Administrator
ABSA Life
09.2013 - 08.2016
Team Leader Benefit Payments
Sanlam Employee Benefits
07.2011 - 08.2013
Client Service Specialist (Section 37C)
Sanlam Employee Benefits
11.2010 - 06.2011
Portfolio Administrator
Metropolitan Employee Benefits
07.2009 - 10.2010
Retirement Fund Administrator (Member Choice Funds)
Coris Capital/Sanlam Employee Benefits
10.2005 - 06.2009
Bachelor of Law (In Progress) - Law
UNISA
National Diploma - Law
Law- Paralegal Studies - University of Johannesburg
National Certificate - undefined
Financial Services Administration NQF Level 3 - Inseta (Learnership)
Senior Certificate - undefined
Fezeka Senior Secondary School